Refund policy
Purchasing agent service
We are an independent purchasing agent: we buy items for you from official retailers in Korea. Some things depend on those retailers, so these rules apply first:
- If the official retailer cancels your item, it sells out, or we cannot buy it for you for any other reason, we refund that item in full, including its share of shipping.
- If a release is delayed, we will email you. You can wait for it or cancel that item for a full refund.
- If the official retailer replaces or recalls an item, we will help you get the replacement or refund.
Cancellations
- In-stock items: you can cancel for a full refund before your order ships.
- Pre-orders: you can cancel until the pre-order closing date shown on the product page. After that date we have already ordered your item from the supplier, so we cannot cancel it.
Returns
K-pop albums and goods are often sealed, random-version or limited items, so we do not accept returns for change of mind. This includes opened albums, photocards and random items.
Damaged, defective or wrong items
If your item arrives damaged, defective or is not what you ordered:
- Email help@myuniverseshop.com within 7 days of delivery.
- Include your order number, photos of the item and the box, and an unboxing video if you have one.
- We will send a replacement or give you a full refund, including shipping. You do not need to send the item back unless we ask you to.
Lost parcels
If tracking shows no movement for 30 days, contact us. We will open a claim with Korea Post and refund or re-ship your order once the claim is confirmed.
Refunds
Approved refunds go back to your original payment method within 5–10 business days.
Your legal rights
If the consumer law where you live gives you more rights (for example, a 14-day right to withdraw from an online purchase), this policy does not limit those rights.
Contact
help@myuniverseshop.com